Experience
7 - 12 yrs
Job Location
Pune, India
Vacancy
1
Designation
Major Incident Manager
Job Type
Not specified
Job Description
Job Description
Major Incident Manager
Pune-India
Rockwell seeks a proactive IT professional to lead a technical support team in resolving major IT incidents. Key duties include managing incident bridge calls, coordinating resources, ensuring service level agreements, and communicating with IT leadership and customers. The role also focuses on improving incident and root-cause analysis processes, collaborating with investigation and problem management teams to implement corrective actions. This position reports to the Team Lead (Reporting Manager) and follows a hybrid schedule in Pune, India.
You will Report to the Team Lead.
Your Responsibilities:
- Lead and manage bridge calls to expedite incident resolution.
- Provide regular status updates to IT leadership and customers regarding current IT issues and actions taken.
- Work to reduce Mean Time to Detect (MTTD) and Mean Time To Resolve (MTTR), while increasing Mean Time Between Failures (MTBF).
- Facilitate daily operations meetings to review major incidents, emergencies and scheduled changes, and activities influencing IT services.
- Identify and implement opportunities to optimize incident and problem management for performance and cost efficiency.
- Collaborate with IT Service Management (ITSM) teams to coordinate responses to Priority 1 and 2 incidents (P1/P2) and perform administrative tasks across various technological platforms.
- Maintain disciplined ticketing practices for Incident, Change, and Problem Management.
- Escalate major P1, P2, and P3 incidents as needed and coordinate with the CISO on security operations.
- Partner with management to implement initiatives that drive process effectiveness and improve customer experience.
- Participate in an on-call rotation with other Incident Managers to provide coverage during off-hours, weekends, or employee absences.
- Perform additional duties assigned in support of IT Service Management and the Rockwell Virtual Integrated Command Center (VICC).
The Essentials - You Will Have:
- ITIL Foundations V3 or V4 Certification.
- Proven leadership abilities in managing cross-functional tasks, including working with vendors and managed service providers.
- At least 3-5 yearsequivalent experience managing IT incidents, changes, or problems within a global organization.
- Proficient in analytical tools related to Incident, Change, and Problem Management.
- Solid understanding of IT Operations and core systems.
- Excellent verbal and written English communication skills.
The Preferred - You Might Also Have:
- Bachelors Degree or equivalent; minimum of 5 years and maximum 7 years relevant experience in IT incident management.
- Ability to approach incidents from diverse perspectives and collaborate with teams to determine appropriate interim and permanent solutions.
- Working knowledge of networking, Windows and UNIX operating systems, servers, databases, application development, and identity access management.
No Referrers Available
There are currently no referrers available for this job. You can still apply, will let you know once there is any referrer available.